1st line support

Experience, Skills & Qualifications

• Candidates must have at least 3 years of relevant IT experience supporting

end users with exposure to the following environments;

• Azure and On-prem Active Directory administration

• SharePoint Online

• Windows Deployment Services (WDS)

• Windows 10 OS

• Microsoft/Office365 User administration

• Mobile Device Management MaaS360/InTune operating systems

• Understanding of LAN, WAN networking, TCP/IP principles, DNS and VPN

concepts

• Experience of using an incident/request helpdesk management system

• Maintaining Software and Hardware Asset Management

• Able to demonstrate key Fault Diagnosis/troubleshooting skills for user

hardware and software problem

the role is 100% office based near wembley

Support with fulfilment of Service Requests, Incidents, Monitoring and completion of daily tasks

within Service Level Agreements

• Manage incident and service desk tickets through to resolution including knowing when to

escalate to 2nd/3rd Line

• Management of Service Desk processes such as Joiners, Movers, Leavers, etc

• Ensure that the Service Desk delivers excellent Customer Service

• Identify and implement improvements to IT services, tools and processes administered and

supported by Service Desk

• Improve end user experience of technology within the group and drive initiatives to improve SLA

performance of Service Desk deliverables

• Support the Service Desk team by providing guidance on analysis, troubleshooting and problem

solving to help expedite resolution when escalating issues

• Encourage and facilitate training of users on platforms, technology and IT strategy for delivering

excellent communication and understanding to staff members

• Maintain stock levels and asset inventory of equipment to ensure enough capacity to deal with

typical end user problems in a timely fashion.

• Provide the team with feedback information regarding changes, maintenance, known problems

and new services, to help coordinate team resources